Advanced Technical Support Engineer

GCS - Advance ProductSupport Engineer (L2)

The Advance ProductSupport Engineer is part of the Global Customer Support Team. Advanced Product SupportEngineer serve as product and technical expert providing advanced technicalsupport across Cornerstone OnDemand's suite of enterprise applications. TheAdvanced Technical Support Engineer conducts thorough research and testing whenspecific product behaviours are challenged by clients and employees,articulately explains designed behaviours, acts as a champion for enhancementswhen appropriate, mentors junior team members, serves as a point of escalationand works closely with technology teams. They must also be able to communicateeffectively with clients and internal stakeholders to ensure that CornerstoneOnDemand fulfils its commitment to providing world-class support and service. Thisposition requires a hands-on individual, who can passionately and patientlyeducate our clients on, how our product is designed to work, and excels in problemsolving skills, has eagerness to learn and brings customer centric mindset.

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration - to Earned Resolution, not ticket closure.
• Deliver Pro Desk as the primary expert: scheduled 1:1 session that replace CSM coaching with certified product expertise.
• Take escalated Live Chat and voice - real-time expertise when the customer's business is stuck.
• Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.
• Mentor L1s daily - the 15-minute rule works because someone answers; claim hard cases at the line-up ('I've got it').
• Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.
• Pod Specialist certification within 45 days; multi-product breadth valued.

• 3+ years technical support with real troubleshooting depth - logs, APIs, SSO, integrations, data flows.
• Experience troubleshooting SSO, authentication, user provisioning, and identity management solutions.
• Working knowledge of SAML, OAuth, SCIM, OpenID Connect, and identity providers such as Microsoft Entra ID, Okta, or similar platforms.
• Hands-on experience troubleshooting REST APIs, web services, webhooks, connectors, and integration workflows.
• Ability to analyze logs, audit records, browser traces, and API responses to isolate and resolve technical issues.
• Experience supporting HRIS, HCM, LMS, ERP, Talent Management, or related enterprise applications and integrations.
• Knowledge of FTP/SFTP, data feeds, synchronization processes, and integration monitoring.
• Experience working with log analysis tools such as Splunk or equivalent platforms.
• Ability to independently diagnose complex customer issues and drive resolution across multiple systems and stakeholders.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline that makes handoffs invisible.